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Social Media is Changing the Face of Customer Service

Monday, March 25, 2013

We've all heard the old adage that the customer is always right. While it still holds true for most businesses today, customer service has changed drastically over the last decade, especially how customers can provide feedback directly to a business thanks to social media.

Being able to interact instantaneously with manufacturers, entertainers and all kinds of businesses on these platforms means that companies can field complaints or questions without going through a complicated communications process, which then affects how swiftly they can respond to issues.

Not only can consumers get their thoughts across quickly, but they also have the power to share their experiences with others. Websites like Twitter or Facebook allow users to spread thoughts to a wide audience that is rarely possible through word-of-mouth, so businesses must be cautious with how they react to issues or deal with these consumers.

Fielding complaints from customers is actually an important part of the marketing process. According to the Financial Post, studies show that people tend to feel better when they complain, as it provides an outlet for emotions. The most effective complaining came about when these people viewed someone else as being the source of the problem, and having an entity capable of assuming that responsibility made for a smoother feedback process and a happier customer.

The ability to quickly and efficiently aggregate and respond to feedback collected through social media is becoming an important part of business. Companies are looking for individuals who have a strong grasp of technology as well as practical skills, making those who have studied computer support, networking and other IT fields attractive to employers.